Business/Property, News

Know Your Rights: When You Have A Problem With An Item Bought Online

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citizens 3Question:

What can I do if I have a problem with an item I’ve bought online?

Answer:

If you are not happy with an item you’ve bought online, you should always contact the trader first to make your complaint. If you are not satisfied with their response, you may be able to get help.

If your complaint is against a trader here in Ireland, you can contact the Competition and Consumer Protection Commission for advice.

If the trader is in another EU member state, you can contact the European Consumer Centre Ireland (ECC Ireland). The ECC may contact the trader and try to resolve your dispute.

If this is not successful, ECC Ireland will forward your case to an alternative dispute resolution organisation in the other country.

You can also use the new Online Dispute Resolution (ODR) platform. The online ODR platform is operated by the European Commission for consumers living in the EU.

It aims to help consumers and traders settle online disputes without the need to go to court. You use the platform to find a neutral third party (called dispute resolution body) to handle your dispute.

You don’t have to pay when you submit a complaint using the ODR platform. However, a dispute resolution body may ask you to pay a fee if it agrees to handle your case.

When a dispute resolution body agrees to handle your case they’ll tell you what the rules are, including how much you have to pay.

The outcome can depend on the type of dispute resolution body and their rules and procedures. Some decisions may not be binding on the trader.

If you disagree with the outcome you might be able to appeal the outcome or take your case to court. Sometimes there may be nothing more you can do.

Further information is available from the Citizens Information Centre below.

• Know Your Rights has been compiled by Kerry Citizens Information Service which provides a free and confidential service to the public. Contact us in Tralee on Tel: 0761 07 7860 Killarney 0761 07 7820, Listowel 0761 07 7840 Kenmare 0761 07 7810, Killorglin 0761 07830 & Caherciveen 0761 07 7780.

Information is also available online at citizensinformation.ie and from the Citizens Information Phone Service, 0761 07 4000